Frequently Asked Questions

• Are there any fees for using the Online Banking service or Online BillPay?
  No!  Online Banking and Online BillPay are free to all First National Bank of Germantown account holders.  For Online BillPay, you need to have a First National Bank of Germantown checking account.

Online Banking

• Is Online Banking secure?
  Yes.  We use 128-bit SSL security so you can rest assured that your account information and transactions are safe.  However, First National Bank of Germantown is not responsible for the security of your Online Banking ID or password.  Please make sure to guard these two pieces of information if you must write them down.
• How do I log in?
  After enrolling in Online Banking services with us, use the login box on the left side of First National Bank of Germantown’s homepage.  You can go there by clicking here.
• I received an email that my account has been locked out.  What do I do?
  After three unsuccessful attempts to log on, the system will lock your account.  You will also receive an email to the email address you provided us upon enrollment in Online Banking notifying you that your account has been locked.  Please contact us for assistance. 
• How much money can I transfer at a time?  Is there a cutoff time?
  There are no limitations on the amount of money that you can transfer between accounts.  However, you can only transfer money between transaction deposit accounts and from line of credit accounts (Home Equity, First Line, etc.).  Certificate balances can only be viewed.  Transfers initiated past 5:00 PM EDT will be considered as a next day item. 
• Can I pay my First National Bank of Germantown loans through Online Banking?
  Yes.  You can make interest only, principal only, and regular payments to your First National Bank of Germantown loans. 
• Can I send a secure message to First National Bank employees regarding my accounts?
  Yes.  Use the Contact tab within Online Banking.  This will send a secure message to a First National Bank of Germantown representative within the secure Online Banking environment.  The message is not sent via email, so you can include specific account information if you choose to contact us for help.
• Who do I contact for help?
  If you need to ask a specific question about your account, use the Contact tab within Online Banking to send us a secure message.  You can also email us at questions@fnbgermantown.com or call us at 937-855-4151.

BillPay

• How far in advance should I schedule a payment?
  For an electronic payment, it is recommended to schedule a payment 2 to 3 days before the payment is due.  For a check payment, it is recommended to schedule a payment 5 to 8 days before the payment is due to allow for delivery by the postal service.
• Do I have to reenter my payees each month?
  No.  Once you have entered your payee information, it is stored in the system.  Any modifications (i.e. change in account numbers or payment address) can be made to existing payees.
• Which method should I use to pay bills – Add Payment or QuickPay?
  For recurring payments that have a fixed amount (i.e. a mortgage payment), the Add Payment function would be most appropriate.  This function allows one to specify the type of payment (one-time, monthly, etc.), the dollar amount, and when the payment should be made.  While the Add Payment function can be set to use a variable dollar amount for every iteration of the payment, after the payment is made the dollar amount is reset to zero and must be changed in order for the next payment to be sent. 
  Quick Payment is more interactive and allows for greater control over the bill payment process.  It is also faster to execute a payment than the Add Payment function.
• When are bill payments debited from my account?
  For an electronic payment, the dollar amount is debited from your account when we process your payment.  For a check payment, the amount is debited from your account when the check clears your account the day the check is mailed.
• What do I do if I want to cancel or modify a bill payment?
  Before a payment has been processed, you can use the modify or delete function found next to each scheduled payment on the Bill Payment – Main tab.  Payments scheduled after 1 pm EDT can be deleted or modified up to 12 am EDT.  Payments schedules after 3 am EDT can be deleted or modified up to 12 noon EDT.
• How do I know if a vendor accepts electronic payments?
  The first part of the payee setup process is to specify the name of the payee and the state where your bill is normally sent.  Upon submission of this data, the system will search our electronic payee database to see if the payee accepts an electronic payment.  Make sure that you have spelled the name correctly and are not using an abbreviation.  If a match is found, the system will prompt you to proceed using the match.   The electronic payee database is continuously updated with new payees, so it is worthwhile to test to see if your current check payments can be converted into electronic payments. 
• What if I have a problem regarding payment to a payee?
  Generally, any payment disputes must be handled directly with the payee.  The only case where First National Bank of Germantown will become involved in a payment dispute is if an electronic payment was debited from your account, but not received by the vendor.  In this case, please contact us and provide all relevant payment information (account number, vendor, etc.).  We will gladly research and correct electronic payment errors.  We are not responsible for late payments.  It is the responsibility of the user to submit a bill payment in a timely fashion
• Who do I contact for help?
  If you need to ask a specific question about your account, use the Contact tab within Online Banking to send us a secure message.  For BillPay specific inquiries, you can email us at billpay@fnbgermantown.com or call us at 937-855-4151.